SUMMARY:

• A highly motivated and detail - oriented IT professional with over 15 years of experience in desktop support, and customer service. Specific experience includes: Healthcare, private firms, corporations, Financial Institutions, and the Federal Government. Extensive IT experience and skill sets that include: senior level support and maintenance of multi-platform environments.

TECHNICAL SKILLS:

Mobile Device Management: AirWatch Certified MobileIron

Platforms: Windows 7 Windows 8.1 Windows 10 Windows XP Windows Server 2003/2008 MAC OSX iOS Android

Software: VMware Workstation 6.0 SCCM 2007 SCCM 2012 Office 365 Active Directory LanDesk Bloomberg Haver Sharepoint Charles River Apple Configurator LANDesk v9 and 9.5 Meditech Cisco and Avaya VOIP Software and Call Manager Numara (tracking software) Remedy Footprints Altiris Zendesk Active Directory 6.1 Symantec Norton Ghost 2003 Sophos Enterprise Anti - Virus Dameware Email Clients: Outlook, Lotus Notes Microsoft Office Suite McAfee, Symantec, Trend anti-virus Checkpoint Endpoint Encryption Bitlocker Dell Data Protection Encryption

Hardware: Dell/IBM/HP desktops and notebooks Dell/HP/Toshiba/IKON Printers Cisco and Avaya VOIP Phones Thin Clients Scanners Mobile Devices/Blackberry/Android/iPhone iMAC and Macbooks

Networking: Cisco and Nortel VPN Clients Citrix Presentation Server OSI TCP/IP RDP FTP

PROFESSIONAL EXPERIENCE:

Confidential, Somerville, MA

Office 365 Support

Responsibilities:

• Working on backlog of Tickets from when Partners converted to Office 365, when I came on board there were 2700+ tickets
• Outlook support, troubleshooting and solving day to day email issues creation and administration of Shared Email Accounts and Distribution Lists
• Administration of Exchange for on Premises and Exchange Online email accounts

Confidential, Boston, MA

Desktop Support

Responsibilities:

• Upgrade of PC/Laptop and other peripheral Hardware
• Office moves, breakdown and set up of all Computer and Telephone Equipment from old office to new office
• Desktop Support for basic hardware and software issues
• Wiping and disposal of all old Hard Drives and Hardware

Confidential, Boston, MA

Mobility Administrator

Responsibilities:

• Conversion of Mobile Iron to Airwatch - Android and iPhone/iPad Devices
• Management of all Santander Corporate Cell Phones Devices and Accounts using AT&T Premier
• Implimentation and Management of Bring Your Own Device Program, broken into waves of approximately 500 users at a time. management of Application deployment and removal and updating for all Santander Mobility devices
• Customer Interaction anywhere dealing from basic questions of the programs, to step by step walkthrough, to escalated calls from upset users
• Management, Reporting, and Communications handling users that did not comply to the time lines set in the beginning of the process and involved suspending their lines.
• Saw Project through to near completion, only one wave left as of my last day on the project

Confidential, Boston, MA

Desktop Engineer

Responsibilities:

• Help Desk Technical Support, 24/7 coverage, Lotus Notes Email, Bloomberg, Windows 7 Enterprise and a vast number if Financial Web Applications. MobileIron for Mobile Device Management Support for all iOS Devices and MAC support. Setup and delivery of iPhones and iPads while providing full support for the devices. WorldWide Company with many locations. I am a FullTime Consultant with Signature Consultants

Confidential, Boston, MA

System Engineer/Airwatch Administrator

Responsibilities:

• Packaging and Managing Software and Operating System Deployments from SCCM Including building and maintaing Task Sequences for over 6000 PC's
• Administrator of Dell Data Protection Encryption Software, in charge of Encrypting and Decrypting Devices as well as faciliated and PM'd the upgrade from Credant to latest version of DDPE for Entire Hospital
• Update Drivers and load Drivers for all New Models and Devices
• Build and Maintain Image for Windwos 8.1 Tablets and Laptops using MDT
• Airwatch Administrator for over 1500 Mobile Devices
• Good for Enterprise Administrator, Tasked with Conversion to Airwatch, was in process at the end of my stay. iphone and Android Technical Support
• MAC OSX support for Entire Hospital, supported all iMAC and MacBook Devices for the hopital, troubleshooting any Issues and assisting with downloading and installing software as well as VPN for remote users. iOS Support, deployment of iphone devices, setup and Management using Apple Configurator and Airwatch as a Mobile Device Manager standpoint

Confidential, Canton, MA

Desktop Support Analyst

Responsibilities:

• Technician on the Windows 7 Upgrade Project for the Entire Company
• Build Images and Ship out HP Desktops and Laptops and use USMT process to preserve User Data in the Migration
• Do Onsite Deployments of Hardware and Software needed for the One Beacon Employee
• On point Technician for Deployments, Communications, and of the new staff to the Windows 7 Enterprise 64 bit OS
• Image and Deploy Virtual Machines for Off Shore users
• Work All Other Desktop Support troubleshooting and repairing Software and Hardware as needed by the Support Staff including working regular everyday Help Desk Tickets

Confidential, Quincy, MA

New Hire Paperwork/Payroll Specialist

Responsibilities:

• Call Consumers and Personal Care Attendants to assist them with filling out New Hire Paperwork including W4, I9 Employment Eligibility Form, and PCA Signature Form.
• Sort through and organize hundreds of Consumer NHP packages.
• Notate Application Database with live Notes of phone calls and actions on their accounts
• Print out Faxes from an Automated Fax system to match with Paperwork to complete New Hires so they can be entered and set up for Payroll
• Assist Senior Payroll Specialists with Verifying Timesheets and Running the Nightly Payroll for MassHealth

Confidential, Boston, MA

Desktop Support Specialist

Responsibilities:

• Provide Tier 2 support for staff on multiple floors
• Deploy new Laptops and Towers phasing out Windows XP and upgrading to Windows 7
• Assist with Windows Software support
• Software Installation, testing and deployment
• Assist with Hardware support, Printers, Keyboards, Monitors, Docking Stations, and all peripherals
• Troubleshoot issues over the phone and in person
• Provide remote assistance to workers who are on the road or working from home

Confidential, Boston, MA

Systems Engineer

Responsibilities:

• Build application Packages for LANDesk Deployment for Windows 7 devices
• Deploy Windows 7 via LANDesk using USM tools to ensure users do not lose their data
• Download and Install application software, test and attempt to pinpoint the silent switch or procedure.
• Write Batch files for all commands needed to script the installation of the application
• Test and deploy the silent procedure on test machines and with the user requesting the build
• Implement policy or link Active Directory account to Group for Licensed Applications
• Update Master Spread Sheet on Share Point Site as completed, which in turn notifies that the application is ready for Enterprise/Global deployment

Confidential, Waltham, MA

CRM Specialist

Responsibilities:

• Help Desk Support for CRM (Contact Management) system for Broker Dealer offices on the CRM4 System
• Provided Troubleshooting and technical support for the application and Microsoft Office/Outlook Compatibility and functionalities. Assist with Mail Merges and Marketing Campaigns on a large scale. Synchronize with Mobile Devices, and Installation of Programs through Rescue Sessions
• Within 90 Days, promoted to First Level Trainer, responsible for offices that has signed up for the CRM4 program. Trained over Conference calls with the entire office and walkthrough over a Rescue Session
• Installation of the CRM4 Application and Office 07/10 on Windows XP, Vista and Windows 7 machines and set up link to Office Applications, tested and implemented

Confidential, Cambridge, MA

Senior Support Center Analyst

Responsibilities:

• Operating on a Tier 1 level, taking all incoming calls as they come into the Data Center for over 15,000 users
• Triaging all issues from PC technical issues to supporting Clinical Software for nurses, Doctors, Engineers, and fellow members of the IT Dept.
• If I am unable to resolve over the phone, responsible for directing the tickets to the correct department in the Tier 2 and 3 levels and using escalation procedures needed to get the issues resolved in a timely manner
• Responsible for and scripting the Policies and procedures for the Support Center
• Responsible for Server and Printer Server management
• General Support for Blackberry, Printer, and other peripherals
• VPN and Citrix installation and support for local and remote users
• Password Admin, Group Admin for Active Directory
• Troubleshooting various hardware and software issues, Printer and Scanner over the phone and on - site maintenance.
• BES Admin for all users, all Blackberry users set up through our department.
• Troubleshoot Microsoft Office and Installation for Office 07 and 10, Exchange Admin
• On Project Management Team for ACS (Advanced Clinical Systems) Go Live Project for all 5 Hospitals. This involved Staffing,, Install and Set up Access Points on all floors and areas needed, setup of Hardware and Software needed, on the Application and use of the Hardware, and 1 full month of 24 hour 7 days a week support until the Hospital was comfortable with using the application.

Confidential, Norwell, MA

Senior Operations Analyst - IT

Responsibilities:

• Responsible for billing of all clients and producing special reports for our key accounts (This involved running Statements, Balancing and Reconciling Reports, Creation and submitting of EDI Files using File Transfer Protocol, and or VPN submitting tools
• Administrator of FACS/Ontario Systems
• Over 6 years experience with the system, report Writers and Enable Formats Processing New Business/Payment In and Maintenance files from the top clients in our company
• Provide desktop support throughout the company - answering the help desk and individually requested help. Troubleshooting problems such as no Connectivity, locked out of the system, email, printer and Network issues new staff members
• Recovery Services Representative
• Liaison to Confidential and other major clients
• Resolved disputes directly with the clients
• Produced daily/weekly Direct Payment reports. Provided the highest level of Customer Service and met all deadlines with a high level of accuracy
• Bookkeeping and Data Entry on a large scale

Confidential, Marshfield, MA

Assistant Manager in Sales

Responsibilities:

• new employees and running daily ledger and preparing the deposit
• Provided customer service to people needing assistance in assembling and operating computers and stereo components.